取消及退款政策

01Scope

This Cancellation and Refund Policy (“Policy”) applies to equipment rental, delivery, fitting, exchange and collection services provided in the Niseko area of Hokkaido, Japan by PL A-VENTURE 株式会社 (“PL A-VENTURE”, “we”, “us” or “our”).

This Policy applies together with our Gear Rental Terms and Conditions. Clearly stated cancellation terms in a confirmed written quotation, group arrangement, event or partnership plan prevail for that specific arrangement.

02Requesting Cancellation or Change

A cancellation or change must be requested by the renter, or a person authorised by the renter, through a confirmed contact channel. Timing is based on when we actually receive the message, and the request is complete only when we confirm it in writing.

A change to delivery time, location, user, equipment or rental days may require a new quotation or arrangement depending on stock, staffing, transport and pricing.

If a change increases the order total, the difference must be paid. If it reduces the total, the difference is handled under the cancellation tier applicable when the change is requested. Changing a date or time does not restart the original cancellation deadline unless we confirm otherwise in writing.

03Standard Cancellation Arrangements

A No-show includes absence without prior notice at the agreed place and time where contact or delivery cannot be completed within 15 minutes after our arrival. For a documented emergency, we will consider a practicable arrangement based on the circumstances and reasonable costs already incurred, but a refund or Rental Credit is not guaranteed.

04Refund Calculation and 5% Administrative Fee

The 5% administrative fee applies only to the amount actually returned to the original payment method and covers payment, system and manual handling costs. It is not separately deducted from an amount retained as Rental Credit. The fee is non-refundable unless applicable law requires otherwise.

Used rental days, completed delivery, exchange, collection or other service, and additional charges already incurred are calculated first under the confirmed quotation and applicable prices.

A package or multi-day discount may be recalculated when the actual rental duration changes. Only the balance after used service and payable charges qualifies for refund or Rental Credit.

05Rental Credit

Rental Credit is a rental refund or retained value manually verified and approved by PL A-VENTURE under this Policy. Approved Rental Credit is issued in the form of a PL Japan Rental Gift Card.

Rental Credit is issued for the actual approved amount in Japanese yen and is not restricted to the standard ¥5,000, ¥10,000 or ¥20,000 Gift Card purchase denominations.

The Gift Card is sent to the registered email address of the primary PL Member Account associated with the original Rental Booking and remains linked to that primary Member Account.

• It may be used for designated future PL A-VENTURE rental services in Japan;
• it may be used in multiple eligible transactions, with unused balance retained until expiry, subject to the applicable Gift Card Terms;
• it may not be sold, gifted, transferred or moved to another PL Member Account;
• it is not redeemable for cash;
• an unused balance may be converted to PL Credit upon request using the conversion basis applicable when the request is processed; and
• permitted use, expiry, balance, Member Account restrictions and conversion to PL Credit are governed by the PL Japan Rental Gift Card Terms.

The primary Member Account holder may create a Rental Booking through their own account for accompanying family members, friends or other declared users and use Gift Cards belonging to that account to pay for that booking.

However, a Gift Card may not be provided to another Member Account for use with a separate Rental Booking under that account.

Gift Cards, Rental Credit, PL Credit or other member balances belonging to different PL Member Accounts cannot be combined to pay for the same Rental Booking.

Multiple valid Gift Cards belonging to the same primary Member Account may be applied to the same Rental Booking where accepted by us. Any remaining amount may be paid using another payment method accepted by PL A-VENTURE.

06Refund and Rental Credit Processing

All refunds and Rental Credit are manually verified and confirmed by us.

Where a return to the original payment method is approved, the eligible refund is processed through the original Square payment system to the original payment method. Unless required by law or the original method cannot accept a refund, we generally do not send a cash refund to another account or payment method.

Where Rental Credit is approved, the amount will be issued as a PL Japan Rental Gift Card to the registered email address of the primary PL Member Account.

Square or another designated technical system may be used to process payments, cash refunds, Gift Card creation, delivery, balance and redemption records. Eligibility, approved Rental Credit amount and customer rights are determined by PL A-VENTURE under this Policy and the applicable terms.

We submit the approved refund or Rental Credit as soon as reasonably practicable after verification. Actual receipt timing for a cash refund is determined by Square, the bank, card issuer and payment network and is outside PL A-VENTURE's control.

Customers must ensure that Member Account, registered email and payment information are accurate and cooperate with reasonable identity, booking or payment verification.

07Full-day Resort Closure

Only where Niseko United officially confirms that Grand Hirafu, Hanazono, Niseko Village and Annupuri are all fully closed for the entire same day may the unused rental part for that day qualify for:

• return to the original payment method, less a 5% administrative fee on the amount actually refunded; or
• Rental Credit issued as a PL Japan Rental Gift Card.

Closure of only some resorts, areas, lifts or hours, and visibility, wind, snow, rain, snow quality, a personal choice not to ski, travel inconvenience or changed accommodation do not automatically qualify.

Full-day closure is determined from official Niseko United or relevant resort announcements.

08Injury or Health Condition

If injury or health prevents continued use, the renter must promptly notify us, stop use, arrange equipment return and provide evidence from a qualified medical provider.

The evidence should identify the user and the approximate period during which skiing is unsuitable; unrelated detailed medical records are not required.

After verification, eligible unused days may be:

• returned to the original payment method, less a 5% administrative fee on the amount actually refunded; or
• retained as Rental Credit and issued as a PL Japan Rental Gift Card.

Used days, supplied service and other payable charges are deducted first. Companions or other users in the same order who remain able to use their equipment do not automatically receive the same arrangement.

09Events Beyond Control and Cancellation by Us

If natural disaster, major accident, government measure, widespread road or public-transport disruption, or another event beyond reasonable control prevents service or use, we will offer a reasonable rescheduling, Rental Credit or refund arrangement based on the actual effect, service already supplied and ability to reschedule.

Where Rental Credit is provided, the eligible amount will be issued as a PL Japan Rental Gift Card.

If PL A-VENTURE cannot provide confirmed service for an inventory, operational or other reason within our control, and cannot offer a reasonable alternative accepted by the customer, the affected unprovided part is refunded in full without the 5% administrative fee.

Unless applicable law requires otherwise, we do not cover lift passes, lessons, travel, accommodation or other indirect itinerary costs.

10Version, Language and Law

The version applying to a booking is the version published and referenced by the confirmation when the renter confirms or pays. A later update does not retrospectively change a confirmed booking merely because a new version is published, except for a reasonable measure that must apply immediately for legal, safety or operational reasons.

This Policy is governed by Japanese law and does not limit consumer rights that cannot lawfully be excluded.

Chinese and English versions are available. If they are ambiguous or inconsistent, the English version prevails unless applicable law requires otherwise.